Trying to download from Alibi but being told I have to upgrade - Why?

[pat9.9]

I've been watching Murdock Mysteries from the start and today have tried to download the next episode - currently up to Series 5 and have been told I need to upgrade?

What's going on?

[caesarome]

Can you download the episode in SD as you might be trying to download it in HD without having the HD package on your account.

[pat9.9]

I have HD and almost every package!

Just found an annoying work around which is to get my Sky Go App on my IPad request the download - which then does the download on my Sky Q box - but this can't be right!

[Daniel0210]

@pat9.9 
If you have the HD add give Sky a call tomorrow. They will try to refresh the viewing card which sometimes needs a couple of attempts. This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Trevor15]

Did anyone find a solution to this ? I have the same issue and the workaround suggested by Pat ( thanks !! ) worked by using Skygo but I still cannot get the box itself to do the downloads even with being set to SD as the standard format and selecting SD for the download.

[Daniel0210]

@Trevor15 

Do you have the HD add on? If not please try changing the default download preference from HD to SD in:-
Main Menu > Settings > Setup > Preferences

If you do have the HD add on or the above does not fix the issue post again on this thread so we can potentially escalate your post to Sky. Sky will then try to refresh the viewing card which sometimes needs a couple of attempts.

This link explains more: https://www.sky.com/help/articles/call-to-upgrade-downloading-on-demand#q-help-articles

[Trevor15]

Daniel, I did try changing to SD in the Q box preferences but it did exactly the same when i tried to download giving the same upgrade message.

When i downloaded via SKY Go it worked and then after playing the first episode on the box it downloaded automatically the next one.

So not the end of the world but I'd rather be able to do this with the remote in front of the box rather than using another device.

Thanks for any further guidance.

[Daniel0210]

@Trevor15 
I’ve escalated your post to Sky and the Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Trevor15 to chat.